Lead Guest Support Specialist

Lead Guest Support Specialist IPH Albany, NY Job Details Full-time $21.50 an hour 1 day ago Benefits Passenger ride along program 401(k) 3% Match Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Qualifications Crisis intervention Customer relationship building Guest relations Cleaning Manual handling Behavioral health Full Job Description Guest Support Lead - Community Connections Be the Difference Someone Remembers At IPHNY, Inc., we know that sometimes the smallest moments of support can change someone's entire day — or even their life. We are looking for a compassionate, motivated, and dependable Guest Support Lead to help create a safe, welcoming, and empowering environment for individuals experiencing homelessness and other life challenges at our Community Connections program. This is not a sit-behind-a-desk position. This role is for someone who thrives in a fast-paced environment, enjoys helping people, and wants meaningful work where every shift matters. As a Guest Support Lead, you'll help guide daily operations, support guests directly, mentor team members, and help ensure Community Connections continues to be a place of dignity, compassion, and hope. What You'll Do Every day looks a little different — and that's what makes this role exciting.

You will:

Build positive and respectful relationships with guests Help guests access resources, including housing supports, employment assistance, benefits, transportation, meals, showers, mail, and more Support guests during difficult moments using trauma-informed de-escalation techniques Assist with daily program operations and staff support Help maintain a safe, clean, welcoming environment Coordinate referrals and services using community resource platforms Assist with documentation, incident reporting, and service tracking Support onboarding and mentoring of new staff Collaborate with providers, security staff, and community partners to improve guest outcomes What We're Looking For We're searching for someone who: Leads with empathy, professionalism, and patience Can remain calm and solution-focused under pressure Communicates effectively with both guests and team members Enjoys hands-on, active work Believes every person deserves dignity and respect Wants to grow within a mission-driven organization QualificationsRequired Strong communication and relationship-building skills Ability to work effectively in crisis situations Reliable transportation and dependable attendance Ability to stand, walk, and move throughout the building for extended periods Ability to lift up to 25 pounds Commitment to confidentiality and professional boundaries Preferred Experience in human services, shelters, behavioral health, crisis response, or related environments Familiarity with Microsoft Office programs Knowledge of community resources and referral coordination We Can Train You On Crisis intervention and de-escalation techniques UniteUs and Ride Health systems Program documentation and reporting requirements IPHNY's trauma-informed service approach Schedule Monday-Friday 8:30 AM - 4:30 PM No weekends and limited holidays Why Join IPHNY? At IPHNY, you're not just taking a job — you're joining a team committed to making real change in the community.

We offer:

Meaningful, mission-driven work Supportive leadership and team culture Opportunities for professional growth Hands-on experience helping vulnerable populations The ability to make a visible impact every single day If you're passionate about helping others, building community, and creating a welcoming environment where people feel seen and supported, we encourage you to apply today.

Pay:

$21.50 per hour

Benefits:

401(k) 401(k) 3% Match Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person